- The resolution field of a ticket a ticket indicates its current status in your workflow. It is a communication of ticket progress rather than a definitive ticket status like 'Closed', 'Open' etc.
- Example resolutions:
- 'Resolved' - a fix has been found, implemented, and is ready to be tested.
- 'Unresolved – a fix has not yet been found. Staff are currently working on the issue.
- 'Won't fix' – there are no plans to fix this issue.
- For example, a ticket status of 'Closed' means the issue resolution has been verified and no further action will be taken on the ticket.
- Staff can type a resolution status when they close, modify, reply, or post a note to a ticket.
- Admins can also set a default resolution status for tickets that are auto-closed because they are overdue.
Processes in brief:
1. Staff
- Login to C1
- Click ‘Applications’ > ‘Service Desk’ > 'Staff Panel'
- Click ‘Tickets’ > 'Open' / 'My Tickets'
- Select a ticket or tickets that you want to close
- Click the 'Close' button
- Type your resolution text in the confirmation dialog
- Example messages - 'Resolved', 'Completed', 'Won't fix' etc
2. Admins
- Login to C1, click 'Admin Panel' > 'Settings' > 'Tickets
- Scroll to the 'Auto-close resolution' box
- Type a default resolution status for tickets that are auto-closed because they are over-due
- Click 'Save Changes'
In more detail
1. Staff
Resolve on close:
- Open Comodo One > Click 'Applications' > 'Service Desk'
- Click ‘Tickets’ > 'Open' / 'My Tickets'
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- Select a ticket or tickets that you want to close
- Click the 'Close' button:
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- Type a resolution status in the confirmation dialog
- Examples = 'Resolved', 'Complete', 'Not Resolved', 'Won't fix'.
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- Click 'Save'
- Click 'Tickets' > 'Closed' to check the resolution:
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Modify resolution status:
- Click ‘Applications’ > Click ‘Applications’ > ‘Service Desk’
- Click ‘Tickets’ > 'Open' / 'My Tickets'
- Open the ticket whose resolution you want to modify
- Click the 'Edit' button:
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Set your reply as the resolution
- Click ‘Tickets’ > 'Open' / 'My Tickets'
- Open the ticket whose resolution you want to set
- Click the 'Post Reply' tab.
- Type your reply in the 'Response' field.
- Enable 'Set Reply as Resolution'.
- Whatever you type as the response will become the stated 'Resolution' of the ticket. Obviously, this works best if the response is short. For example, 'Closed', 'Resolved' etc.
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Set reply as resolution while posting an internal note
- Click ‘Tickets’ > 'Open' / 'My Tickets'
- Open the ticket whose resolution you want to set
- Click the 'Post Internal Note' tab
- Type your message in the 'Internal Note' field.
- Enable 'Set Reply as Resolution'.
- Whatever you type for the note will become the stated 'Resolution' of the ticket. Obviously, this works best if the note is short. For example, 'Closed', 'Resolved' etc.
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2. Admins
Set auto-close ticket with resolution
- Click 'Admin Panel' > 'Settings' > 'Tickets
- Scroll down to the 'Auto-close Overdue tickets Timeout' field
- Enter the number of hours after due-date that Service Desk should wait before auto-closing tickets.
- Tip. '0' = No auto-close. Overdue tickets will remain open until manually closed
- If you entered a time > 0, type a default resolution status for auto-closed tickets
- Click 'Save Changes'
- The setting above will apply to all tickets which are auto-closed.
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